English Speaking Account Team Leader

Job Description

• Manage the performance of the team, develop and coach team members when they are carrying out their normal duties
• Recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
• Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary
• Conduct regular 1:1 daily checkpoints and weekly PEPs
• Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
• Manage the workloads of the team, motivate them to ensure that all KPIs are met
• Communicate effectively with the team ensuring that all messages and information are being communicated consistently
• Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
• Manage client relationships where applicable
• Manage the day to day activities in the call center with your peers and OMD team
• Ensure that agreed service levels for the support are consistently delivered across all lines of business
• Communicate with Remote sites and Client - on a weekly basis
• Monitor and give feedback on all transactions (calls; emails, faxes, data entry, case logs) as applicable to current and future business
• Provide individual coaching & training to team members when needed
• Reach targets in respect of quality
• Foster a culture of continuous improvement in the account and overall operations

Job Requirements

• English proficiency (C1)
• Graduate of a relevant major
• Knowledge in Microsoft Office – Word/PowerPoint/Excel
• Previous Call Centre management experience at least 2 year is a must
• High-Level Knowledge of PC applications – Hardware & Software (Preferable)